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Role Description

The Renewals Specialist is responsible for managing the end-to-end renewal process for existing customers, ensuring timely contract renewals, and driving customer retention. This role focuses on delivering a seamless renewal experience, identifying upsell opportunities, and mitigating churn risk. The Renewals Specialist will work closely with Customer Success, Sales, and Finance teams to maintain predictable revenue streams and strengthen customer relationships.

• Renewal Management:
  • Own the renewal process for assigned accounts, ensuring contracts are renewed on time.
  • Prepare and deliver renewal quotes, negotiate terms, and process agreements accurately.
• Customer Engagement:
  • Proactively communicate with customers ahead of renewal dates to confirm satisfaction and address concerns.
  • Collaborate with Customer Success and Sales to identify risk factors and implement retention strategies.
• Revenue Growth:
  • Identify and promote upsell and cross-sell opportunities during renewal conversations.
  • Work with Sales to transition expansion opportunities seamlessly.
• Forecasting & Reporting:
  • Maintain accurate renewal forecasts and update CRM systems regularly.
  • Forecast and manage churned accounts.
  • Track and report on renewal performance metrics to management.
• Process Improvement:
  • Suggest and implement improvements to streamline renewal workflows and enhance customer experience.

Qualifications

• 2–4 years of experience in renewals, account management, or customer success (SaaS experience preferred).
• Strong negotiation and communication skills.
• Ability to manage multiple accounts and deadlines effectively.
• Familiarity with CRM tools (e.g., Salesforce) and renewal management systems.
• Detail-oriented with strong organizational skills.

Requirements

• Customer-focused mindset.
• Strong problem-solving and analytical skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Benefits

• Base salary: $60,000.00 USD + Commission.
• This range is indicative of the role. Final compensation is determined based on business and market conditions, and internal pay parity.

Measurable Goals & Success Metrics

• Renewal Rate: Maintain a renewal rate of ≥ 90% for assigned accounts.
• Churn Reduction: Contribute to reducing churn.
• Forecast Accuracy: Keep renewal forecast accuracy within ±5% variance.
• Timeliness: Ensure 100% of renewals are completed before contract expiration.
• Upsell Contribution: Generate additional revenue through upsell opportunities.